If your order was cancelled you will receive a confirmation email with one of the following reasons:
Fraudulent Order: Our third party fraud detection service has declined your order. In this case we will refund the order to the card used during checkout and cancel your order. If you feel this is an error double check the following and try re-placing your order:
- Make sure your billing address and zip code are typed in correctly and correlate exactly with the address on file with your issuing bank
- Make sure you are using the correct expiration date and CCV number. On most cards your CVV number is the three digits located on the back of the card. If you are using an American Express it will be four numbers located on the front
- If you are using a web proxy or virtual private network (VPN), try deactivating it and re-placing your order
If you have double checked all above items and your order is still being cancelled for fraud please feel free to contact us via live chat, support ticket or phone.
Customer Changed Mind/Cancelled Order: If this is the reason listed on your cancellation email this means we have been contacted by you via live chat, support ticket or phone and you've requested that your order be cancelled. Another reason would be if you chose the cancel or change order option on the confirmation page or "My Orders" page. You can learn how to cancel or change your order by clicking here.
Payment Declined: If you are using a credit card your payment will be confirmed before the order is placed. Therefore, you would not receive a "Payment Declined" cancellation email. However, if you are using Bitcoin as your payment method and we do not receive enough confirmations of payment your order will be cancelled and marked as "Payment Declined". Your Bitcoin payment will be returned to you if it has been confirmed.
Regardless of the reason, your original payment method will be refunded in full at the time of cancellation. Please allow 24-48 hours for this refund to show in your bank account.